Jewell Auto Body & Paint North, Inc.

Initial Business Response /* (1000, 6, 2015/08/13) */
***
We are very sorry for the confusion, although we spoke on Saturday and I explained to you our usual process with the information I had at my disposal at that time I have since done a full investigation and my findings are as follows:
First, the estimate you received from us and had in your hand when you came in the door was a "preliminary estimate" as was plainly stated on the paperworkThe Webster Dictionary definition of "estimate" is as follows: "An approximate calculation or judgment of the value, number, quantity, or extent of something." Please note the use of the word "approximate"Additionally, on the "insurance repair" form you received a copy of which you read and signed twice when you dropped off your Jeep it clearly gives us permission to contact the insurance on your behalf stating in section 2.2:
"Jewell Auto Body will communicate with your insurance company when necessary to keep delays at a minimumThis does not mean, however, that Jewell Auto Body has any contractual relationship with your insurance companyJewell Auto Body cannot control or guarantee that your insurance company will respond promptly in matters of inspection, approvals and/ or payments."
The same form also states in section 1.2:
"I understand that the repair estimate is based on Jewell Auto Body's preliminary inspection and does not cover any additional parts or labor that may be hidden and be required to complete the repair."
You were somehow under the impression you were making an "out of pocket" repair however you made an insurance claim the day after our estimate and submitted to us a quote from your insuranceWe are certainly sorry for that confusion but we are required by law to interact with your insurance at this point and deal with the claim that wayHad it truly been an out of pocket repair obviously any change in price would have been communicated and cleared with you however the small supplement we submitted to them does not generally warrant a call to you for permission as at this point once you make an insurance claim they are responsible for payment and you are notI reviewed the repair order in detail and we charged a fair price for the work performed and the supplemental damage submitted with photos and approved by your insurance was standard and acceptable for a repair such as this
We extended to you $off of your deductible something we had no obligation to do in an effort to make a good faith gesture on behalf of any confusion created by us and we are very sorry this was not acceptableI also have the audio files available from the phone calls made to and from your provided number ending in "15" which has a recorded message indicating it is the home of you and a woman who I presume is the person who called on your behalf the week of 7/and was told at that time about the additional request made with your insurance and had no protest at that time to this factThere were also voice mails left at this number the only phone number provided to us by you or your insurance advising you of completion middle of the week of 8/consistent with the information and ETC we provided the woman on the phone the week prior and also describing the funds needed to pick up the carI apologize all of this information was not relayed to you in a timely fashion but we never received a call back to clarify so regrettably you weren't prepared to complete the transaction when you arrived without notice on Saturday 8/As you can see we made every effort and felt you were completely in the loop based on the documents provided by you and included in our files as well as our recorded phone interactions
As your previous "star" *** review was the first we had heard of any dissatisfaction with the repair please stop in any time to execute your full Lifetime Warranty so we can make sure you are happy with the work that was performed if not the process that was necessary to perform itI know my senior estimator *** has made several attempts to contact you and setup time to re-inspect the Jeep but these requests have so far gone unansweredWe reviewed the pictures we took of your car (SEE ATTACHED) when the repairs were done and can find no such dents that are easily seen in the photograph but we are more than happy to address the concern in personI am available to handle this myself by appointment or anyone in office can get whatever issues you have resolved M-F 8am to 5pmAgain, our entire organization makes every effort to avoid these types of miscommunications and I apologize that in this instance our thorough processes fell short
Sincerely,
*** *** ***
Vice President
Initial Consumer Rebuttal /* (2000, 8, 2015/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We understand the response but nothing was resolved.We just decided to stop pursuing this claim, mutually.Communication still needs work!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Yes sir I am familiar with your file, although I was required away from the office unexpectedly shortly after our discussion early August and am still on leave until further noticeAs discussed last month with you in person our warranty as it states must be honored through our shopThe warranty on
the hood is not the fault of our shop but of the Hyundai parts vendor as was explained to you, because we were the point of contact for the sale of the part that warranty process once again must be handled through JewellI forwarded this email to *** so he can follow up with you on this process but last checked we were waiting on the warranty hood from Hyundai to be processed through their warranty procedures at which time we can schedule the work and provide a rental car to you as was explained earlier this monthAgain, as our warranty form indicates all workmanship warranty is handled by our facilityWe will not pay a 3rd party to perform this work especially considering the main concern and expense is due to a defective part from the manufacturerThank you for your patience, someone from my office should contact you in the next several days

Yes sir I am familiar with your file, although I was required away from the office unexpectedly shortly after our discussion early August and am still on leave until further noticeAs discussed last month with you in person our warranty as it states must be honored through our shopThe warranty on
the hood is not the fault of our shop but of the Hyundai parts vendor as was explained to you, because we were the point of contact for the sale of the part that warranty process once again must be handled through JewellI forwarded this email to *** so he can follow up with you on this process but last checked we were waiting on the warranty hood from Hyundai to be processed through their warranty procedures at which time we can schedule the work and provide a rental car to you as was explained earlier this monthAgain, as our warranty form indicates all workmanship warranty is handled by our facilityWe will not pay a 3rd party to perform this work especially considering the main concern and expense is due to a defective part from the manufacturerThank you for your patience, someone from my office should contact you in the next several days

Tell us why here...Miss ***,Sorry if I had poor communication yet again on the phone earlier, I thought I'd mentioned I would not have time to compose this email until MondayMy assumption was that you're using this for documentation and the timing of it was not as crucial, my apologies.Just to
clarify our previous several conversations I will revisit the timelines in writing here:After receiving your vehicle on October and processing the substantial supplemental report with *** for their approval, and ordering the necessary parts that were not approved until that time, the first update you received was from my production manager on October which was the day we actually received the roof panel(On hail repairs of this size and scope, the roof is the crucial and most important component we need to move the job forward in any meaningful way;? although minor things can be moved forward before that time, the meaningful work cannot be done until we receive a roof in good condition from the manufacturerBecause of the nature of the part being a huge floppy piece of sheet metal, many times they come in damaged, thankfully we got a good roof on the first go around in this case.) At that time, per the notes and recorded phone call, *** explained there was to weeks worth of work needed on the vehicle, and we would be looking at a best case scenario of completion late this month of November.? This scheduling metric is not an arbitrary number that we pull out of the sky, it is based on the repair hours on the job spanning four different departments on the repairs such as this broaching hoursIndustry expectation for touch time is to hours a business day leaving essentially a to day span which equates to the to weeks we discussed, not taking into consideration weekends and holidays.? Although we have spoken several times since the original update, we did not fully understand from you your urgency or unfamiliarity with the intricacy, and unavoidable timelines in the claim handling process until recently.As I explained in our phone conversations today and last Thursday the vehicle is wrapping up in the paint shop this week and will be going back to the technical teams for reassemblyThis is about a two or three day process and then there's to days worth of detailing and QC checkouts on a job this size and style as wellConsidering we are closed tomorrow and Friday for the holiday, and barring anything unexpected, this still as it has since early on in the process, lines up with our initial projections of completion next week.Additionally, I have requested that *** advise you I will extend a $discount on your deductible to hopefully mitigate some of the stress of being without the vehicleI'm certain that this would translate to at least days of rental coverage if need be with any of the major local rental agenciesAs previously mentioned, our utmost concern is quality repair of your vehicle, which includes all of the layers of the process involving administrative, insurance, and parts logistics beyond the actual physical work of repair, which is substantial, technical, and meticulousSecond to that, we always strive to complete the work in as timely a fashion as realistically possibleI do hope that you understand, and we sincerely appreciate your business.Please let me know if you have additional questions, happy holidays.Kindest regards,***Jewell auto body***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Tell us why here...Miss [redacted],Sorry if I had poor communication yet again on the phone earlier, I thought I'd mentioned I would not have time to compose this email until Monday. My assumption was that you're using this for documentation and the timing of it was not as crucial, my apologies.Just to...

clarify our previous several conversations I will revisit the timelines in writing here:After receiving your vehicle on October 9 and processing the substantial supplemental report with [redacted] for their approval, and ordering the necessary parts that were not approved until that time, the first update you received was from my production manager on October 27 which was the day we actually received the roof panel. (On hail repairs of this size and scope, the roof is the crucial and most important component we need to move the job forward in any meaningful way;  although minor things can be moved forward before that time, the meaningful work cannot be done until we receive a roof in good condition from the manufacturer. Because of the nature of the part being a huge floppy piece of sheet metal, many times they come in damaged, thankfully we got a good roof on the first go around in this case.) At that time, per the notes and recorded phone call, [redacted] explained there was 4 to 5 weeks worth of work needed on the vehicle, and we would be looking at a best case scenario of completion late this month of November.  This scheduling metric is not an arbitrary number that we pull out of the sky, it is based on the repair hours on the job spanning four different departments on the repairs such as this broaching 100 hours. Industry expectation for touch time is 4 to 5 hours a business day leaving essentially a 20 to 25 day span which equates to the 4 to 5 weeks we discussed, not taking into consideration weekends and holidays.  Although we have spoken several times since the original update, we did not fully understand from you your urgency or unfamiliarity with the intricacy, and unavoidable timelines in the claim handling process until recently.As I explained in our phone conversations today and last Thursday the vehicle is wrapping up in the paint shop this week and will be going back to the technical teams for reassembly. This is about a two or three day process and then there's 2 to 3 days worth of detailing and QC checkouts on a job this size and style as well. Considering we are closed tomorrow and Friday for the holiday, and barring anything unexpected, this still as it has since early on in the process, lines up with our initial projections of completion next week.Additionally, I have requested that [redacted] advise you I will extend a $250 discount on your deductible to hopefully mitigate some of the stress of being without the vehicle. I'm certain that this would translate to at least 10 days of rental coverage if need be with any of the major local rental agencies. As previously mentioned, our utmost concern is quality repair of your vehicle, which includes all of the layers of the process involving administrative, insurance, and parts logistics beyond the actual physical work of repair, which is substantial, technical, and meticulous. Second to that, we always strive to complete the work in as timely a fashion as realistically possible. I do hope that you understand, and we sincerely appreciate your business.Please let me know if you have additional questions, happy holidays.Kindest regards,[redacted]Jewell auto body[redacted]